Trai K.
Basis only works if you’ve got a month to spare
Update- they have asked me to come back and edit my review to state that after bringing this to their attention they have decided not to charge me for the status match. I will say it definitely did what it was supposed to but it took an insane amount of time, like almost a month, then they had the gall to blame it on delta. I got an email from delta saying “we’ve received your upgrade request” then not even 24 hours later it was complete but it took Basis a month to send the request to them. I purposefully put the request in before I went on my huge vacation so I knew I would be spending enough to complete the upgrade challenge by. But Basis took so long they didn’t send it until after my trip and now they’re asking me for 400$ even though I have 0 trips planned before the upgrade challenge expires.
Response from Fenex PointsAug 2, 2024
Hi Trai, Firstly, I want to acknowledge that you are completely right. We should have kept you updated that Delta was taking significantly longer than normal. However, I do want to add some context. For for the 30 days before your request was sent to Delta, we were still working hard on your upgrade. Our process is on the more complex side, and there are several steps we have to complete before we can submit the request to the respective airline. It was one of those steps that was causing the hold up. But again, to be extremely clear, we should have shared this with you and informed you of the delay. I also wanted to address the issue of attempting to charge you $400 for your delayed status upgrade. As soon as an order is moved to the "status received" column in our system, the customer will automatically be sent an invoice. When you informed us that the upgrade took too long for your liking, we immediately let you know that you could cancel your order without penalty. And for any future customers reading this, if your upgrade ever goes past our estimated delivery time of 14 days, you always have the choice to cancel your order with no charge. Finally, we really do appreciate your feedback, Trai. Because of it, we have already made several internal changes that will keep customers more informed about their cancellation options when an upgrade takes longer than usual. Regards, David Manager BasisTravel